Client Services Assistant

Client Services Assistant 

Below outlines the core job responsibilities of the position. The employer reserves the right to amend and modify these responsibilities should alternate needs arise. The employee must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be provided. 

Job Responsibilities 

• Serve as Assistant Manager to the Client Services Manager (CSM) – Be prepared and able to fill in during absences with a minimum of support from a remote backup CSM 

• General facility management – Helping to maintain equipment/technology and informing the CSM of any issues with it, including: 

• • Copier & Printers 

• • Laptops & Desktop Computers 

• • Internet & Email 

• • Document & Spreadsheet Software 

• • Telephones 

• • Recording equipment 

• • Streaming equipment and software (L&E video streaming & Focusvision internet streaming) 

• • Projectors & Screens 

• • TV Monitors 

• • Polycom Speaker Phone 

• Answering telephones – Route direct database questions, answer general respondent questions, provide directions, transfer calls to appropriate staff members, and help with mail/shipments received 

• Cover reception desk when CSRs are not on duty – Greet all visitors to L&E facilities, determine their reason for visit, and direct them accordingly 

• Assist the CSM in maintaining the facility, including: 

• • Ensuring CSR team keeps facility clean and organized 

• • Keeping facility clear of clutter and up-to-date 

• • Ensuring building cleaning crew is doing their job 

• • Keeping storage room organized 

• • Notifying CSM of any issues 

• Help ensure office safety by monitoring entry into the office space, keeping valuables and money secured, monitoring uninvited guests, and collaborating with CSM to remove and repair broken furniture/equipment 

• Assist CSM with maintaining inventory of all supplies and reorder/purchase when needed, including: 

• • All office supplies 

• • L&E-specific items (branded materials/supplies, company swag, etc.) 

• • Food and beverages 

• • Kitchen supplies 

• • Facility supplies 

• • Flowers for front desk and back rooms 

• • Water cooler refills 

• Shipping management – Shipping items as directed by clients and staff, and keeping stock of FedEx supplies/other shipping supplies 

• Documentation support – Monitor and help to implement current policies and procedures with all CSRs 

• Take the lead in training new CSRs, under the guidance of the CSM – Coordinating training schedules with upcoming projects and helping to ensure the progress of new CSR trainees by leading through example 

• Create, update, and maintain Client Workbooks under direction of the CSM 

• Assist the CSM in collecting information from the clients and Project Managers to create the Day of Needs and ensure staff preparedness for upcoming projects 

• Participate in projects regularly and set the example for the team, as well as handle typical CSR duties, both customer service and administrative, including: 

• • Ordering and re-plating food 

• • Serving clients 

• • Project and facility cleanup 

• • Taking an active role in creating the Nightly Report for projects 

• Assist with shopping for client and respondent food, project supplies, and facility needs using your own vehicle (mileage will be paid) 

• Other duties as required by the CSM 

Other Required Responsibilities 

• Complete all training course assignments issued by IT and adhere to the overall ISO/IEC 27001:2013 and ISO 20252:2019 standards 

Knowledge, Skills, & Abilities 

• Must be able to work a flexible, full-time work schedule 

• Must have a valid and current driver license, as well as a working vehicle (not required in New York or Denver) 

• Must have proof of automobile insurance 

• Previous customer service experience required 

• Supervisory skills preferred 

• Computer experience is a plus, including: 

• • Microsoft Office – Word, Excel, and Teams 

• • Internet & Email 

• • OneDrive – Cloud-based storage and SharePoint

Soft Skills 

• Must exhibit excellent people skills, with a friendly, welcoming personality 

• Must have the ability to work well with others and be a team player 

• Demonstrate strong leadership and organizational skills 

L&E Research, Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.